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Don't Believe the Backlash -- Generative AI Will Transform CX Sooner Than You Think

Max Ball  (Principal Analyst, Forrester)

Date: Tuesday, March 18

Time: 8:45 am - 9:15 am

Pass Type: Premium, Standard

Session Type: Conference Track Session

Track: CX/Contact Center

Vault Recording: TBD

The initial Gen AI hype inevitably led to a backlash, and it's true that contact centers have not been transformed by the technology—yet. But in several key areas, Gen AI -- usually as part of a larger solution -- is poised to make a significant impact on CX over the next 12 months. These areas include self-service, analytics, agent assist, and agent management/scheduling. In this session, a leading industry analyst will describe the trends that will drive Gen AI success in these areas, and what you need to do to be prepared for them. You'll learn how the current challenges around Gen AI, from hallucinations to compliance issues, are being tackled, and how enterprises are finding early success with Gen AI. You'll come away with an understanding of how the technology and market will evolve over the next 12 months, what it means for your enterprise, and some practical next steps on your Gen AI for customer service journey.